Customer service is something we only reed from in books!

I have gone to 3 diffrent telkom shops , phone calls to the call centres like a crazy person but to no prevail. I explained that telkom said that I can do a free upgrade and so I went to the first store were they said sorry penalties will be app****. I showed them the official telkom email that I received explaining that there is no additional cost, they all responded sorry we cant help you. Then the call centres divert me back to the telkom shops and I run arround like a mad man trying to work through Telkom's rubish systems which I hope management is taking note of this. Can somone in Telkom just help me because I don't know what to do next.